Customer relationship management (CRM) software has become a staple in a vast number of organizations that have a heavy emphasis […]
One key to ensuring stellar customer experiences is committing fully to agent development. From the first day on the job […]
If you want to improve the experience of your customers, you must inspire your agents to perform in a way […]
You can help agents deliver stellar customer experiences by mastering the art and science of workforce management. The most successful […]
Agents are pivotal in captivating and retaining customers. But they can be so wrapped up in meeting their metric of […]
Malcolm Knowles adapted the theory of Andragogy, teaching strategies for adult learners, to adult learning in the 1970s. Knowles’ Andragogy […]